Ticket: Difference between revisions

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<languages/>
{{shortcut}}<languages/>


<div style="float:right; margin: 15px 0 0 15px">__TOC__</div>
<div style="float:right; margin: 15px 0 0 15px">__TOC__</div>
<translate>
<translate>
<!--T:58-->
The xat ticket is a support system for users to communicate with xat volunteers and/or admins concerning their account or any questions or concerns they may have.
<!--T:59-->
The ticket system is open to all registered users.
<!--T:64-->
Currently, the xat ticket system does not support languages other than English. This means tickets and responses must be submitted in English, or they may be ignored. You may use a [<tvar|1>https://translate.google.com/</> translator]. Please make sure to type complete and concise sentences in order for the translator to work properly.
== Creating a Ticket == <!--T:1-->
== Creating a Ticket == <!--T:1-->
</translate><span id="createticket"></span><translate>


<!--T:2-->
<!--T:2-->
*To create a ticket, you need to go to <tvar|link1>http://util.xat.com/support/open.php</>.  
To create a ticket, go to <tvar|link1>https://util.xat.com/support/open.php</>.  


<!--T:3-->
<!--T:60-->
Your xat ID will automatically be shown in "xat username" form. '''Please note you must be a PAID USER to open a ticket.'''
If you are logged in, your xat ID will automatically be shown in the "xat username" form. If you cannot login, you can simply enter the email address associated with your xat account on the form. However, some topics require you to be logged in (view table below). In this case, you can open a ticket on an alternate account. To learn how to make an alternate account, read the [[NewID|New ID]] article.  
 
<!--T:4-->
*If you are not a paid user you may go to <tvar|link2>http://xat.com/support</> and register on the forum and post in the general support section.


<!--T:5-->
<!--T:5-->
*In the next form, you type your xat.com password for that corresponding username. Under "Help Topic" you need to choose a topic from the dropdown menu (see '''example 1''').
In the next field, type your xat.com password for the corresponding username. Under the "Help Topic" field, select a topic from the dropdown menu related to your issue (see '''example 1''').
</translate>
</translate>
<!--T:6-->
<!--T:6-->
[[Image:HelpTopic.png|275px|thumb|left|<translate><!--T:20-->
{{img|image=https://util.xat.com/wiki/images/e/e0/Ticket1.png|width=211|scalable=no|float=left|description=<translate><!--T:20-->
(example 1) Choose a topic for your issue.</translate>]]
(example 1) Choose a topic for your issue.</translate>}}
<translate>
<translate>
<!--T:7-->
<!--T:7-->
Once this is done, you need to type a subject for the ticket (ex: I am locked out of my account) this topic needs to be at least 5 words.
Once this is complete, enter the subject for the ticket (ex: I am locked out of my account). Ensure that your subject is at least 5 words.


<!--T:8-->
<!--T:8-->
The final step will be explaining the issue you are having, or what you need help with. Under "Message" you need to put a descriptive explanation of the problem you're having. For example: "I am locked out of my ID 12345678, please update my location". If you are locked out, include any details that will help to verify that you are the account holder. These details might include your old IP address, the account name and ID number, number of xats/days on your account, internet provider, previous location, etc.
The final field (Message) is for explaining the issue you are having, or what you need help with. An example would be, "I am locked out of my ID 12345678, please update my location." You need to put a descriptive explanation of the problem you're having. If you are locked out, include any details that will help to verify that you are the account holder. These details might include your old IP address, the account name and ID number, the number of xats/days on your account, internet provider, previous location, etc.


<!--T:9-->
Then click “Open Ticket” and wait patiently for a response. You will be emailed when you receive one.


<!--T:9-->
<!--T:62-->
Click open ticket, and wait for a response.
If helpful new information arises during the meantime, or if you forgot to include something within the message, you may reply to your own ticket.
 
<!--T:63-->
You are permitted only '''one''' open ticket per account. If you already have an open ticket, but require another one, you may reply to the existing ticket with information regarding the issue you are having, making sure to mention that it is a seperate issue, or you can contact a [[<tvar|1>Special:MyLanguage/Volunteers</>|Volunteer]] and they can open another ticket for you.
 
<!--T:3-->
'''Please note: you must be a PAID USER to open a ticket under some help topics''' (view table below). A paid user is considered as someone who has bought xats from the xat buy (xat.com/buy) page.


<!--T:4-->
If you are not a paid user, you may go to <tvar|link2>https://xat.com/support</> and register on the forum (Top Right > Sign Up). Then, you may ask a question in the general support section. Or, you can ask a question on the help (xat.com/help) chat.


</translate><div style="clear:both"></div><translate>


== Help Topic Details == <!--T:21-->


== Help Topics Details == <!--T:21-->
</translate><span id="helptopics"></span><translate>


<!--T:22-->
<!--T:22-->
Here is a table showing detail of help topics and whether you need to be a paid user to open a ticket under them:
Below is a table with information regarding what help topics require you to be logged in and which require you to be a paid user:
</translate>
</translate>
{| class="wikitable" style="text-align:center"
{| class="wikitable" style="text-align:center"
Line 45: Line 65:
Description</translate>:'''
Description</translate>:'''
! style="width: 120px" | '''<translate><!--T:25-->
! style="width: 120px" | '''<translate><!--T:25-->
Days required</translate>:'''
Paid users only</translate>:'''
! style="width: 120px" | '''<translate><!--T:26-->
! style="width: 120px" | '''<translate><!--T:26-->
Must be logged in</translate>:'''
Must be logged in</translate>:'''
|-
|-
| '''<translate><!--T:27-->
| '''A General Question or Concern'''
General</translate>'''
| style="text-align:left" | <translate> <!--T:28-->
| style="text-align:left" | <translate> <!--T:28-->
Submit General Support Questions here. If you are unsure about what section to use submit here. Tickets may be answered by volunteers.</translate>
Submit General Support Questions here. If you are unsure about what section to use submit here.</translate>
| {{Yes}}
| {{Yes}}
| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:29-->
| '''Account Block'''
Account Block</translate>'''
| style="text-align:left" | <translate> <!--T:30-->
| style="text-align:left" | <translate> <!--T:30-->
If you receive system error 25/55 when trading/transferring or if your account is held for more than days or if your account has been deleted or if your xatspace/profile has been deleted. </translate>
If you receive system error 25/55 when trading/transferring or if your account is held for more than 7 days or if your account has been deleted or if your xatspace/profile has been deleted. </translate>
| {{No}}
| {{No}}
| {{No}}
| {{No}}
|-
|-
| '''<translate><!--T:31-->
| '''Account Hold'''
Account Hold</translate>'''
| style="text-align:left" | <translate> <!--T:32-->
| style="text-align:left" | <translate> <!--T:32-->
If your account is held less than 7 days. </translate>
If your account is held less than 7 days. </translate>
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| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:33-->
| '''Chat Block'''
Chat Block</translate>'''
| style="text-align:left" | <translate> <!--T:34-->
| style="text-align:left" | <translate> <!--T:34-->
If your chat has been blocked from promotion, or has all of its content removed. </translate>
If your chat has been blocked from promotion, or has all of its content removed. </translate>
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| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:35-->
| '''Domain Unblock'''
Domain Unblock</translate>'''
| style="text-align:left" | <translate> <!--T:36-->
| style="text-align:left" | <translate> <!--T:36-->
If you need a domain unblocked via linkvalidator, or below your chat. </translate>
If you need a domain unblocked via linkvalidator, or below your chat. </translate>
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| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:37-->
| '''Email Change / Hint'''
Email Change</translate>'''
| style="text-align:left" | <translate> <!--T:38-->
| style="text-align:left" | <translate> <!--T:38-->
If you need an email change on an account that you can log into. </translate>
If you need an email change on an account that you can log into. For security reasons, you can only update to a Gmail address at this time. </translate>
| {{Yes}}
| {{No}}
| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:39-->
| '''Location Update'''
Location Update</translate>'''
| style="text-align:left" | <translate> <!--T:40-->
| style="text-align:left" | <translate> <!--T:40-->
If you need a location update to use account locking. </translate>
If you need a location or IP address update to use account locking. </translate>
| {{Yes}}
| {{No}}
| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:41-->
| '''Locked Out'''
Locked Out</translate>'''
| style="text-align:left" | <translate> <!--T:42-->
| style="text-align:left" | <translate> <!--T:42-->
If you have been locked out of your account. </translate>
If you have been locked out of your account. </translate>
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| {{No}}
| {{No}}
|-
|-
| '''<translate><!--T:43-->
| '''Lost Access'''
Lost Access</translate>'''
| style="text-align:left" | <translate> <!--T:44-->
| style="text-align:left" | <translate> <!--T:44-->
If you lost access to your account by forgetting the email and password, or forgetting the password and losing access to the email. </translate>
If you lost access to your account by forgetting the email and password, or by forgetting the password and losing access to the email. </translate>
| {{No}}
| {{No}}
| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:45-->
| '''Lost Auth'''
Lost Auth</translate>'''
| style="text-align:left" | <translate> <!--T:46-->
| style="text-align:left" | <translate> <!--T:46-->
If you have lost access to your authenticator code and you are unable to generate auth codes to sign into your account. </translate>
If you have lost access to your authenticator code and you are unable to generate auth codes to sign into your account. </translate>
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| {{No}}
| {{No}}
|-
|-
| '''<translate><!--T:47-->
| '''Payment Problems'''
Payment Problems</translate>'''
| style="text-align:left" | <translate> <!--T:48-->
| style="text-align:left" | <translate> <!--T:48-->
Submit Payment Problems here e.g. Missing xats/days after purchase, Reserve Problems, Account Held. You need to be Verified to submit payment problems. If you have problems with Phone Verify make your next purchase with PayByCash or submit a ticket to ‘Verify Problems’. Tickets about other problems will not be answered, if you are unsure about what section to use submit to ‘Help’ </translate>
Submit Payment Problems here e.g. Missing xats/days after purchase, Reserve Problems. Tickets about other problems will not be answered; if you are unsure about what section to use submit to "A General Question or Concern". </translate>
| {{Yes}}
| {{Yes}}
| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:49-->
| '''Report Phishing Site'''
Report Phishing Site</translate>'''
| style="text-align:left" | <translate> <!--T:50-->
| style="text-align:left" | <translate> <!--T:50-->
Report a phishing site here. </translate>
Report any phishing sites, private servers or any other website that is against the terms here. </translate>
| {{No}}
| {{No}}
| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:51-->
| '''Report Scam'''
Report Scam</translate>'''
| style="text-align:left" | <translate> <!--T:52-->
| style="text-align:left" | <translate> <!--T:52-->
Report a scam here. Please include any evidence that you have in the ticket. </translate>
Open a ticket here if you have been scammed, phished or are missing any xats. Please include any evidence that you have in the ticket. </translate>
| {{No}}
| {{No}}
| {{Yes}}
| {{Yes}}
|-
|-
| '''<translate><!--T:53-->
| '''Short Names and Groups'''
Short Names</translate>'''
| style="text-align:left" | <translate> <!--T:54-->
| style="text-align:left" | <translate> <!--T:54-->
If you need a short name transferred, or put back up for sale. </translate>
If you need a short name transferred or if you want a short name or a group put back up for sale. </translate>
| {{Yes}}
| {{Yes}}
| {{Yes}}
| {{Yes}}
|}
|}
<translate>
<translate>
== Viewing a created ticket and responding == <!--T:10-->
<!--T:61-->
Some help topics may be delayed. To view various statuses of the departments, read the [[<tvar|1>Special:MyLanguage/ticket_times</>|Ticket times]] article.
 
== Viewing and responding to an Open Ticket == <!--T:10-->
 
</translate><span id="viewticket"></span><translate>


<!--T:55-->
<!--T:55-->
To view the ticket you've created, go to <tvar|link3>http://xat.com/ticket</> and then select "Check Status" (see '''example 2''')
To view a ticket you've created, go to <tvar|link3>https://xat.com/ticket</> and select "Check Status" (see '''example 2''').
</translate>
</translate>
<!--T:11-->
<!--T:11-->
[[Image:TicketStatus.png|275px|thumb|left|<translate><!--T:56-->
{{img|image=https://util.xat.com/wiki/images/3/3e/Ticket2.png|scalable=no|float=left|description=<translate><!--T:56-->
(example 2) Check the status of submitted tickets.</translate>]]
(example 2) Check the status of submitted tickets.</translate>}}


<!--T:14-->
<!--T:14-->
[[Image:List.png|275px|thumb|right|<translate><!--T:57-->
{{img|image=https://util.xat.com/wiki/images/6/65/Ticket3.png|float=right|description=<translate><!--T:57-->
(example 3) List of tickets.</translate>]]
(example 3) List of tickets.</translate>}}
<translate>
<translate>
<!--T:12-->
<!--T:12-->
Once done, it will show your xat username, you will see a message saying "Authentication Required" this means you need to enter your xat password.
This will show your xat username with a message saying "Authentication Required". Enter your xat password and you will be lead to a list of your existing tickets (see '''example 3'''):
 
<!--T:13-->
You will then see a list of tickets (see '''example 3'''):


<!--T:15-->
<!--T:15-->
Choose the ticket you want to check a response for, and the message you sent will be displayed, along with a possible response:
Select the ticket you would like to view. Here, you can either respond if your problem is not solved or if you still have any questions. If you feel that your ticket was fully answered, then the ticket is complete.


<!--T:17-->
<!--T:17-->
You can respond to that if you continue to have the issue you were having, or if you have another question. If the answer they provided fixes your issue, then you have completed the process.
Another way you can check an existing ticket is through your email. You should have received an email from xat regarding a response to your ticket. Simply click the link provided in the email to access your ticket. Ensure you are checking the email associated to the xat account you created the ticket on.
 


== Ticket Volunteers == <!--T:18-->
== Ticket Volunteers == <!--T:18-->


<!--T:19-->
<!--T:19-->
To see a list of the current ticket volunteers, see the [[Volunteers]] page.
To see a list of the current ticket volunteers, see the [[volunteers]] page.
</translate>
</translate>

Revision as of 13:16, 1 April 2018

The xat ticket is a support system for users to communicate with xat volunteers and/or admins concerning their account or any questions or concerns they may have.

The ticket system is open to all registered users.

Currently, the xat ticket system does not support languages other than English. This means tickets and responses must be submitted in English, or they may be ignored. You may use a translator. Please make sure to type complete and concise sentences in order for the translator to work properly.

Creating a Ticket

To create a ticket, go to https://util.xat.com/support/open.php.

If you are logged in, your xat ID will automatically be shown in the "xat username" form. If you cannot login, you can simply enter the email address associated with your xat account on the form. However, some topics require you to be logged in (view table below). In this case, you can open a ticket on an alternate account. To learn how to make an alternate account, read the New ID article.

In the next field, type your xat.com password for the corresponding username. Under the "Help Topic" field, select a topic from the dropdown menu related to your issue (see example 1).

Template:Img is only allowed in User: namespace. Use [[File:]] (more on that here) or Template:Gallery on articles instead.

Once this is complete, enter the subject for the ticket (ex: I am locked out of my account). Ensure that your subject is at least 5 words.

The final field (Message) is for explaining the issue you are having, or what you need help with. An example would be, "I am locked out of my ID 12345678, please update my location." You need to put a descriptive explanation of the problem you're having. If you are locked out, include any details that will help to verify that you are the account holder. These details might include your old IP address, the account name and ID number, the number of xats/days on your account, internet provider, previous location, etc.

Then click “Open Ticket” and wait patiently for a response. You will be emailed when you receive one.

If helpful new information arises during the meantime, or if you forgot to include something within the message, you may reply to your own ticket.

You are permitted only one open ticket per account. If you already have an open ticket, but require another one, you may reply to the existing ticket with information regarding the issue you are having, making sure to mention that it is a seperate issue, or you can contact a Volunteer and they can open another ticket for you.

Please note: you must be a PAID USER to open a ticket under some help topics (view table below). A paid user is considered as someone who has bought xats from the xat buy (xat.com/buy) page.

If you are not a paid user, you may go to https://xat.com/support and register on the forum (Top Right > Sign Up). Then, you may ask a question in the general support section. Or, you can ask a question on the help (xat.com/help) chat.

Help Topic Details

Below is a table with information regarding what help topics require you to be logged in and which require you to be a paid user:

Help topic: Description: Paid users only: Must be logged in:
A General Question or Concern Submit General Support Questions here. If you are unsure about what section to use submit here. Yes.png Yes.png
Account Block If you receive system error 25/55 when trading/transferring or if your account is held for more than 7 days or if your account has been deleted or if your xatspace/profile has been deleted. No.png No.png
Account Hold If your account is held less than 7 days. No.png Yes.png
Chat Block If your chat has been blocked from promotion, or has all of its content removed. No.png Yes.png
Domain Unblock If you need a domain unblocked via linkvalidator, or below your chat. Yes.png Yes.png
Email Change / Hint If you need an email change on an account that you can log into. For security reasons, you can only update to a Gmail address at this time. No.png Yes.png
Location Update If you need a location or IP address update to use account locking. No.png Yes.png
Locked Out If you have been locked out of your account. No.png No.png
Lost Access If you lost access to your account by forgetting the email and password, or by forgetting the password and losing access to the email. No.png Yes.png
Lost Auth If you have lost access to your authenticator code and you are unable to generate auth codes to sign into your account. No.png No.png
Payment Problems Submit Payment Problems here e.g. Missing xats/days after purchase, Reserve Problems. Tickets about other problems will not be answered; if you are unsure about what section to use submit to "A General Question or Concern". Yes.png Yes.png
Report Phishing Site Report any phishing sites, private servers or any other website that is against the terms here. No.png Yes.png
Report Scam Open a ticket here if you have been scammed, phished or are missing any xats. Please include any evidence that you have in the ticket. No.png Yes.png
Short Names and Groups If you need a short name transferred or if you want a short name or a group put back up for sale. Yes.png Yes.png

Some help topics may be delayed. To view various statuses of the departments, read the Ticket times article.

Viewing and responding to an Open Ticket

To view a ticket you've created, go to https://xat.com/ticket and select "Check Status" (see example 2).

Template:Img is only allowed in User: namespace. Use [[File:]] (more on that here) or Template:Gallery on articles instead.
Template:Img is only allowed in User: namespace. Use [[File:]] (more on that here) or Template:Gallery on articles instead.

This will show your xat username with a message saying "Authentication Required". Enter your xat password and you will be lead to a list of your existing tickets (see example 3):

Select the ticket you would like to view. Here, you can either respond if your problem is not solved or if you still have any questions. If you feel that your ticket was fully answered, then the ticket is complete.

Another way you can check an existing ticket is through your email. You should have received an email from xat regarding a response to your ticket. Simply click the link provided in the email to access your ticket. Ensure you are checking the email associated to the xat account you created the ticket on.

Ticket Volunteers

To see a list of the current ticket volunteers, see the volunteers page.